A small correction. Instead of a client script, I am using a BR instead.
So here is the complete code:
STEP 1: Create following new fields on Incident table:
- 'Response SLA State' (u_response_sla_state) string field.
- 'Trigger Group' (u_trigger_group) reference field to groups.
STEP 2: Create Response SLA definition as below:
STEP 3: Create BEFORE UPDATE business rule on incident table as below:
Code:
function onBefore(current, previous) {
//This function will be automatically called when this rule is processed.
current.u_trigger_group = previous.assignment_group;
current.state = 1;
var gr = new GlideRecord("task_sla");
gr.addQuery("task", current.sys_id);
gr.addQuery("sla", "<sys_id of the SLA Definition record above>");
gr.addQuery("stage","NOT IN","cancelled,completed");
gr.query();
if (gr.next()) {
current.u_response_sla_state = 'complete';
} else {
current.u_response_sla_state = 'create';
}
}
STEP 4: Create BEFORE INSERT/UPDATE business rule on task_sla table as below:
Code:
function onBefore(current, previous) {
//This function will be automatically called when this rule is processed.
var task_id = current.task;
var gr = new GlideRecord("incident");
gr.get(task_id);
gr.u_response_sla_state = 'create';
gr.update();
}
This should make it work.
- Hardik Vora
